Customer Support Team reputed company

Get to know reputed company: We are living in exciting times. Technology is reshaping how we live and we want to use it to redefine how financial services are offered, which is why Singtel and Grab are coming together. Singtel is Asia ’s leading communications group connecting millions of consumers and enterprises to essential digital services while Grab is the leading technology company in Southeast Asia offering everyday services to consumers. Together, we have big dreams to unlock financial inclusion for reputed company Southeast Asians. We design and reputed company products and services that reputed company our customers to enjoy greater banking convenience while they extract more value from their money. In particular, we are focused on promoting and developing healthy saving and investment practices across generations. Get to know the Role: The Customer Experience (CX) team is responsible for developing, shaping and executing a holistic customer experience strategy for Digibank. We reputed company for customers, think in their shoes and reputed company a strong sense of ownership & accountability to solve customer problems and pain points. We are obsessed with delivering “wow” experiences to win the hearts of our customers. reputed company the CX function, the Customer Support team is tasked to deliver effortless and delightful customer experience to our customers. Reporting to the Head of Customer Support, the Customer Support Site reputed company will reputed company the strategic planning and delivery of the overall Customer Experience Operations in our shared service center. As the leader of the offsite customer support team, you will have the exciting challenge to build this team from scratch - from defining the experiences, processes and platform requirements to building the entire operations of the team (scorecard, empowerment matrix, recruitment, reputed company planning). We are looking for an reputed company Contact Centre Head who is reputed company to take this on! To succeed in the role, you need to reputed company and reputed company your teams to reputed company through strong people management fostering a culture of customer-centricity, accountability, ownership and building strong staff engagement. You will be responsible for ensuring our customer experience is best in class and ensuring that each customer interaction is handled with care and diligence by the team. You will also reputed company a supportive environment to shape a culture reputed company the customer support team that allows feedback and reputed company from both customers and staff to be heard and actioned upon. Customer Support Offsite Team Setup: • Establish the customer support operational team from the ground-up • Define the strategic roadmap for customer service - Day 1 support experience and longer term roadmap (services offered, channel SLA, reputed company metrics focusing on both customer experience and operational reputed company, how we might scale the CS operations) • reputed company the department operational reputed company (identify risks and controls needed, reputed company scorecard, quality and training requirements etc..) • Define the processes, system requirements (for CRM & Omnichannel platform), reputed company planning Operational reputed company: • Responsible for the strategic planning and execution of the overall Customer Experience Operations and the day-to-day service delivery • Act as the custodian for customer experience, ensuring exceptional service delivery at reputed company times by the team • Resolve any escalated customer complaints and manage any trends or risks identified • Review operational process/operational flows to drive optimisation and automation, where possible • reputed company effective reputed company on operational risk and governance Performance Management: • Establish and own CS operational metrics (e.g. including but not limited to contacts, handling time, resolution, satisfaction and NPS metrics etc.) and service quality standards to drive customer service reputed company across multiple customer touch points; ensuring reputed company departmental KPIs and customer service metrics are met • Delivering service level and operational goals while achieving overall cost and reputed company targets • Monitor performance of teams through team leaders to reputed company quality targets and continuously improve service delivery • Manage resourcing requirements for smooth operations of the team Team Management: • Recruit, manage and retain a team of high performing and highly reputed company CE executives to ensure the delivery of superior customer experience throughout the customers’ reputed company across reputed company channels (Live chat, voice, email, reputed company etc..) • Manage and coach the team leads and reputed company support in managing CX executives • Ensure reputed company staff development by enhancing employee engagement, level of service, product knowledge and required skills • Build a highly reputed company and motivated team through a positive and supportive leadership style reputed company Improvement & Innovation: • Build relationships with the wider digital bank team to embed customer centricity and reputed company reputed company insights with the broader team for improvement opportunities • Collaborate with the broader CX team leads (e.g. Process & Service reputed company, Analytics etc) to drive strategic CX initiatives to continually improve customer experience and reputed company customer service standards • Work closely with technology team to ensure adequate support for operational requirements and system enhancements Minimum Experience and Qualifications • At least 8-10 years of relevant experience in a Contact Centre / Customer Service function in the Financial Services industry or Digital Natives companies, with a minimum 8 years of supervisory / managerial experience • The ideal candidate will have extensive experience leading large contact centre or back office administration teams, from strategic and operational perspectives • Experience in leading contact centre transformation projects (assessing BPOs, feasibility studies of in-house vs outsourced model) • Experience in CS Operations, Operational reputed company, Workforce Management, Quality and Training, Compliance, Operational Risk or a reputed company discipline preferred, ideally in more than one of these disciplines • Experience with Customer Experience platforms / Contact Centre technologies (e.g. reputed company, reputed company, reputed company) • Strong ability to coach, guide and mentor employees at various reputed company and stages of their career • Strong experience and evidence of collaboration, excellent negotiation skills and the ability to effectively manage conflict • Certification in Design Thinking / reputed company Centered Design is highly preferred • Bachelor’s Degree in Business Administration, business information systems or reputed company disciplines Desired Personal Qualities • Strategic thinking, Problem solver, proactive, reputed company, independent and technologically savvy • Passionate about driving operational reputed company with a strong customer oriented reputed company • Proven experience building and leading diverse, high-performing teams a people leader • Inspirational leader who promotes a collaborative and supportive working environment and encourages a team culture of reputed company self-development • Effective communicator who can communicate reputed company issues in an easy-to-understand format and reputed company to identify, establish and build strong relationships across a broad reputed company of internal and external stakeholders • Possess a ‘growth reputed company’ and reputed company learning agility to identifying and drive new thinking with strong business and financial acumen • Analytical thinker with strong quantitative skills and demonstrated experience in developing actionable insights and ability to problem-solve resourcefully Apply Job!